Haymarket Health Centre

Reception refused to escalate post-surgery wound care request

I attended hospital for abdominal surgery on a Friday evening. The hospital staff indicated that the bed would be needed the following afternoon and that my general practice would be able to provide guidance on post-operative wound care and supply appropriate pain medication that I had been receiving during my hospital stay. My partner contacted the surgery first thing on Monday morning to explain the situation to reception staff, who stated that the practice would not be able to see me to examine the wounds or discuss aftercare, as this fell outside their remit. They suggested I might be able to see the practice nurse on Friday, or alternatively attend an urgent care centre that day. When we attempted to address the pain medication issue, I was directed to the urgent care centre, which does not provide pain relief prescriptions. Given that I have a long-term pain condition, this created a significant problem. As anticipated, the urgent care centre was unable to assist with pain management. I called the surgery again requesting to see someone about obtaining appropriate pain relief, but the receptionist declined to connect me with the practice nurse, a doctor, or a manager, despite the website indicating that out-of-hours appointments are available at other locations. This is not the first occasion I have experienced difficulties with this practice. Previously, I woke with sudden hearing loss without any preceding illness or injury. The practice offered a telephone consultation, which I pointed out would be unsuitable given the circumstances, yet they proceeded with the booking. Unable to participate, I eventually saw a doctor and attended accident and emergency, where I was informed I required urgent treatment to prevent permanent hearing damage. I have since lost hearing completely in one ear. The practice indicated they would refer me for a diagnostic assessment and instead sent me to another service that had already advised them they could not provide this assessment as it was outside their scope. That service completed a lengthy evaluation recommending I be placed on a particular care pathway, yet I remain without appropriate support despite this catalogue of errors. I am currently experiencing significant pain without access to adequate relief, and no formal complaints process has been started. I do not drive and struggle with telephone consultations due to my hearing difficulties, yet I am simply told to manage. I booked an appointment for a shoulder issue which the practice attempted to conduct over the phone, despite my explaining this would not allow proper examination. They eventually booked an in-person appointment, and I hoped this might finally be resolved. Upon arrival, I discovered I had been scheduled for a different procedure entirely. I have explained that calling at the designated time is not feasible due to work commitments, and I am told advance booking is not possible. I am struggling to understand how I can receive adequate care from this practice. This has been a continuous series of errors, and I am the patient left suffering the consequences each time. The practice is aware that I am a carer with family members depending on my support, which I am currently unable to provide given my circumstances. I have never felt more let down by healthcare than I do now.